Dr.DreamWeb Michelle Alleyne Blair Corcoran Paige Gildner Joanie Jochamowitz
Strategic Design & Management in New Economies | November 17, 2013 | Professor Press
Index Introduction I. Challenges & Opportunities ● Project Methodology II. Target Audience ● Design Opportunities III. Key Design Elements IV. Recommended Solutions ● MockUps ● Journey with Solution V. Implementation Dependencies VI. Next Steps References
Introduction In almost every sector, consumer empowerment has become the norm. Interestingly, while the healthcare industry revolves around the patient, it has been one of the slowest industries to engage in this trend and make it advantageous for the industry. In “Healthcare's Trillion-Dollar Disruption,” Dave Chase claims that this is because health systems have been “billing centric versus patient and health outcomes focused”, due to its flawed fee for service model (2011). Still, even when it does try to employ innovative measures to improve patient care, it has opted to implement innovation from the top-down, leaving it extremely vulnerable to the disruption occurring from the bottom-up (Miller 2012). Technology and access to information in the digital revolution is encouraging customers to demand information, engagement and value. (Main and Slywotzky 2012). Customer needs are being met through new technologies but also through new forms of physical interaction and engagement. For Module 1’s project, Group 1 analyzed how the digital revolution is reshaping the future of the doctor-patient model through both physical nonprofit and digital for-profit solutions. The team analyzed Timmy Global Health and Partners in Health as examples of two nonprofit, physical platforms. HealthTap and Patients Like Me served as the examples of digital, for-profit platforms. More information on these platforms can be found in the “Innovative Healthcare Practices” publication. http://bit.ly/1hO6LjM Group 1 found that the non-profit physical platforms are fulfilling crucial roles in developing countries to provide effective healthcare to those who need it most. They utilize partnerships and communities, leverage new technologies and embrace the capabilities of digital platforms in order to provide in-person
health care services to impoverished populations. In educating themselves with digital for-profit platforms, the team found that small technology companies are creating meaningful digital platforms that meet particular patient needs, improving the patient experience outside of the traditional healthcare model. In fact, these platforms are enhancing and complementing the physical aspects of care in the health industry, not replacing it. Researching both non-profit, physical platforms and digital, forprofit platforms enabled the team to understand some of the best models of both and allowed them to consider how both types of platforms could be improved in order to truly revolutionize the patient’s experience within the doctor-patient model. The research for Module 1 led to the discovery of the team’s “10 Leading Practices in Innovative Healthcare Platforms.” The team used these 10 key takeaways from Module 1 to inform the design of Module 2’s solution.
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10 Leading Practices in Innovative Healthcare Platforms ● ●
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Offering the desired service at a low or no cost, without the infrastructure of a traditional hospital. The use of big data strategically to aid organizations on deciding how they should evolve, without knowing consumer behavior and health trends, they are evolving without a clear path. Health organizations should design their solution not for their patients but with their patients, achieving a clear understanding of their needs.
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Create social engagement that will aggregate to data collaboration which will result in the creation of big data at a low cost. The cloud is the future of health services providing quick and easy data storage, privacy and mobility. It’s not just about diagnosing and treating patients anymore, but also educating them, so that they can make more informed decisions based on their health in the future. The traditional communication model between patients and doctors through doctor’s visits no longer meets the needs of today’s overcrowded and expensive healthcare industry; solutions that provide lower costs and better outcomes are needed. A patient’s specific needs are not being met or addressed within the current system; patient-centered, personalized experiences should be curated. By being present at the right time and at the right place; health care must offer mobility. When a social-sharing platform is involved, transparency is key. The members must be made aware that aspects of their data will be shared and open to the public, and that the data will be sold and to whom. Establish trust with transparent and open communications, fostering effective collaboration by having patients inherently at the center of the organizations business model.
I. Challenges & Opportunities
These are the following design opportunities chosen based on the analysis and learnings from the publication “Innovative Practices in the Healthcare Industry,” the “10 Leading Practices in Innovative Healthcare Platforms” and our second round of ideation (described in detail in Section II). Please keep in mind that after Section II, these opportunities will be analyzed against the needs, pains and gains of our target audience and those which best meet his or her needs, will be ones moving forward.
#1 The traditional communication models between patients and doctors through doctor's visits no longer meets the needs of today's overcrowded and expensive healthcare industry; solutions that provide lower costs and better outcomes are needed, without forging the bond that's created through physical interaction.
#2 Current healthcare solutions are designed for the patient by the doctor, not with the patient, and are not consumer driven; they do not currently focus on customer service and the entire doctorpatient experience.
#3 Healthcare providers have been slow to embrace collaboration with one another to make the healthcare experience more fluid.
#4 Create social engagement that will aggregate to data collaboration, which will result in the creation of big data at a low cost, allowing patients to have quick access to their health information.
#5 It's not just about diagnosing and treating patients anymore, but also educating them by providing preventive health services and on going engagement so that they can make more informed decisions based on their health.
Ideation Sessions Round One
Project Methodology
For the first round of ideation, the team reviewed the challenges that were uncovered as part of the Module 1 project as well as the feedback from subject matter expert, Dr. Matthew Press. With the challenges and Dr. Press’ feedback in mind, each member of the team created an empathy map and journey map for a potential user of healthcare. In creating the different users, the team considered different market segments in the delivery of healthcare, like emergency, chronic and routine care. Also accounted for was the type of insurance individuals might have, as this too could potentially affect one’s health care experience; users had a mix of private insurance, government-sponsored insurance, or no insurance at all. Users were also either from developed countries or developing countries, since Module 1: “Innovative Practices in Healthcare” addressed both contexts. The team brainstormed potential solutions for the challenges that each user experienced within their journey. To view the first brainstorm, please visit Mural.ly: http://mrl.li/16WMxzH.
Round Two For the second round of ideation, the team discussed each of the different users and their journeys. Of the 10 challenges revealed through Module 1, the team noticed that the users’ journeys dealt with many of the same challenges. With common challenges identified, the team needed to figure out on which user to focus
the solution. After reviewing all four users from the initial brainstorming process, it was determined that three were from the developed world and one was from the developing world. Of the three from the developed context, two were from semi-urban environments, while one was from a rural environment. Keeping in mind Professor Press’ suggestions from the desk crit, it was also determined it would be most effective to develop a platform for Module 2 that is highly digital. Understanding and utilizing technology for this solution offers more insight into the experience that is being created and will offer more flexibility for when it is to be implemented into a more rural or developing location for Module 3. After much discussion it was decided to focus the solution on a user from a developed country and to save the other two user profiles (the developing country user and the developed, rural user) for the Module 3. Once the team knew that the user for whom they were creating a solution was from the developed world, they needed to determine which of the two developed country users to pursue. After reviewing both, the team determined that Sam, a 65 year old man, would be the best option because his journey embodied many of the challenges shared with the other users. He also represents the growing aging population in the United States, a segment that will be increasingly dependent on the health care system in the years to come. Taking into consideration Sam’s experiences, the team brainstormed solutions to each of the challenges that he faced. To view the second brainstorm, please visit our second Mural.ly link: http://mrl.li/1bON9oG.
II. Target Audience
Decision of Target Audience Our ideation sessions culminated in the determination of the target audience. The target user for our platform is an individual between 25 and 65 years old, living in a semi-urban American environment, who wants to seamlessly interact with various parts of the often complicated healthcare system. He has been disillusioned by one or more situations similar to those described below: ● ● ● ● ● ● ● ● ●
Experienced long wait times in the ER or doctor’s office; Received multiple bills for services Cannot get routine medical questions answered without a doctor’s appointment Filled out medical forms for every service provider Given complicated care instructions from doctors Received illegible prescriptions Received care without knowing the cost until they are billed weeks later Has repeatedly described medical history; and/or Has had difficulty making a doctor’s appointment for the same week
Due to these experiences, he would like to better understand the health information that he is receiving and be proactive about his health. He wants to have all of his medical information in one place, easily accessible to him, with the ability to share with healthcare providers if he so chooses. Ideally, he would like to be able to make appointments, pay bills, check his insurance policy, interact with his doctor, share his experiences and give feedback on services all in the same system or platform. He has a computer with internet access or a smartphone readily available to him. He is relatively comfortable and adept at utilizing online platforms or smartphone applications. He values efficiency and convenience.
Persona Sam’s Empathy Map
Meet Sam, Our Persona
Elaborating on the character developed as a result of rounds one and two of the ideation process, “Sam” was thought up and refined through the creation of an empathy map and a hypothetical user journey. As a potential user of the proposed design solution, it was critical to the design process to develop Sam’s persona in these helpful and beneficial exercises. Sam’s empathy map revealed characteristics and insight into his expectations of a well-functioning, easily accessible, and understandable healthcare system. It further helped define Sam as a very specific target customer and assisted in the development of the solutions based on not only his specific needs, but the needs of the general public and anyone who might utilize the proposed solution. As an older man, Sam has experienced a lot of things. He has felt love and loss, struggle and success, and wants to commit himself to focusing on living the rest of his life as healthy as possible. He is determined to stay on top of trends, which is why he recently purchased a smartphone, but is also dedicated to his routines like walking his dogs religiously and catching up with old friends weekly. Because he is widowed, he does a lot to keep himself busy and does not like to feel sorry for himself or lament on his past. Sam is relatively friendly and mild-mannered and it takes a lot to get him worked up. Sam does however prioritize efficiency and reliability, and wants those elements in the healthcare system. He is determined to live the rest of his life happy and well. The proposed solution for Module 2 is created with Sam’s desires at the forefront of the design process.
Sam’s Empathy Map
Sam’s current journey
Identified design opportunity
Continued...
Identified design opportunity
Continued...
Sam is given prescriptions for pain killers and ibuprofen and the bill for the ambulance. He asks if Sam needs any assistance and Sam doesn't even know where to start.
Sam's doctor also recommends a series of follow up appointments. He wants to keep track of Sam's progress in physical therapy and ensure his knee does not become further damaged. He recommends an appointment in 10 days, one in a month, and a three month reevaluation.
Identified design opportunity
After an eye-opening experience at the hospital, Sam knows it is time he gets some full coverage health insurance. He anticipates he will need it with all of his appointments coming up.
This experience has left Sam feeling completely confused. Where is he going to find a trauma specialist and physical therapist? What type of insurance does he need? How is he going to pay for the accrued hospital bills? He wonders if he should go home for a few days and just put some ice on his knee.
The End.
Design Opportunities
Design Opportunity # A Traditional doctor's visits no longer meet Sam’s needs of today's overcrowded and expensive health care industry. An opportunity lies within solutions that provide efficiency and convenience, forging a stronger Doctor-Patient bond that goes beyond physical interaction.
Design Opportunity # B Sam needs solutions designed for him not only as patient, but also as an individual. A consumer driven approach that not only aids him with through the basic processes (providing and completing information) but also adds his close community into his experiences.
Based on the analysis of Sam’s needs the opportunity to design a product/service that enhances the doctor-patient relationship with current technological tools was found. A solution that allows patients and doctors to have immediate access to one another, enhanced with the participation of both doctor & patient communities. Creating trust, accessibility and a sense of dedication and friendship within the healthcare community. This will be accomplished with the following design opportunities:
Design Opportunity # C It is important to start educating early millennials and late baby boomers by providing preventive health services and on going engagement as well as leveraging their community. Helping patients make more informed decisions based on their health, today and in the future.
How will the key design elements affect the solution?
III. Key Design Elements
The platform must contain the following key design elements in order to create an optimal experience within the current doctor-patient model. This experience will be primarily focused on the patient, as discussed above. However within the future implementation stage of the design solution, all key design elements must be considered for both the patient (primary target) and the doctor (secondary target). If the doctor is not considered within the experience, then the patient will not achieve an optimal user experience. Each design opportunity addresses an issue for the patient, however the backbone lies on the healthcare provider/doctor. However, within the following sections, we will be discussing primarily patients experience.
1. User Experience: The user experience of the platform is the most important group of key design elements. It is vital for the solution to respond to Peter Morville’s (2004) user experience honeycomb: Useful: The patient will find the platform useful for his or her multiple needs within healthcare. Each solution must provide content and context that solves problems, questions and informs them of multiple issues. As well as facilitating current physical interactions. Usable: Designed with usability in mind it will allow patients, like Sam, the growing population of baby boomers who are and will be needing continuous healthcare services in the near future to seamlessly navigate through our platform with an ease of use. The interface and communication must be simple, fresh, direct and friendly.
Desirable: A visual identity is needed that will not only be appealing but that will transmit: security, trust, responsibility and friendship, which are vital variables within a Patient-Doctor relationship. Accessible: It is also important for the users to be able to access our platform within multiple contexts. Inside the hospital, at home and on the go. Mobility will enhance the accessibility of the platform. Credible: Through the creation of partnerships with hospitals, clinics and primary care centers and insurance companies patients will be able to safely use the product/service knowing that there information and health is in the best hands possible and being sent where they need it. Findable: With usability and accessibility, the platform will allow all elements to be findable. Through the use of proper advertising like google adwords it will be able to be found through key search words as well. It is important for all patients who are searching for a solution for their needs, like Sam, to be able to find us. Value: It is important that we provide a solution that creates value in the life of our patients. We will be able to accomplish this by achieving all of the above and below.
2. Gamification: Game design thinking will be applied into the design solutions. According to Gamification.org, with the appropriate game mechanics, the platform will be able to create an engagement with patients and doctors. Games like mechanics will be used in specific functionalities that
need an extra boost of emotion, or that mechanics such as badges, points, leaderboards, challenges but not necessarily all, are critical for the feature’s success.
3. Do It Yourself Certain features must allow patients to be proactive and take action with their health. The platform will provide patients with the right tools to be self-sufficient, making the platform a two way street between doctors and patients. Like Gamification, giving power to the patient, will also create engagement, when features like medical records, are made partially from their own input, they will begin to feel a connection that before was not achieved.
4. Cloud & Privacy Partnership with a HIPAA complied partner. The platform must comply with all the government’s security standards for data transmission and storage. In order to achieve full mobility and a great user experience our data must be stored in a Health Insurance Portability and Accountability Act (HIPAA) 5010 compliant cloud system according the U.S. Department of Health and Human Services. The HIPAA 5010 lays the foundation for the platform’s IT solution infrastructure, connecting hospitals, doctors and the patients seaminglessly, while protecting their information.
2. Mobility:
Cloud & Privacy
Gamification
Our product will be designed having in mind the multiple types of contexts our patients might find themselves in. It is vital for the platform to be mobile because of the nature of health care and the different situations. The platform will achieve a certain level of mobility within the proposed design solutions, ideally, when tested within different context, it will be able to be translated into a solution that works within a developing country, achieving full mobility. Desktop: Through the desktop solution, users will be able to use all features in great detail. The desktop solution will be designed keeping in mind the different contexts patient might be in. The stakeholders included in the desktop solution will be the patient, doctor, and the hospital; each version will have features specific to the different uses each stakeholder will need.
Usable
Useful
Desirable Value
Accessible
Findable
Mobile: The mobile platform will contain the same features as within the desktop; however, some of the features functionalities will be limited. The functionalities will be determined based on the type of use that will be needed in an on-the-go or at the hospital context. The stakeholders included in the mobile solution will be the patient and the doctor; each version will have features specific to the different uses each stakeholder will need.
Credible
Do It Yourself Peter Morville’s (2004) user experience honeycomb + Group 1 Other Key Design Elements
Mobility
The following solutions are based on Module 1’s “Innovative Healthcare Practices” publication, Section II “Target Audience” and Section III “Key Design Elements” outcomes and focus specifically on the patient’s experience.
IV. Recommended Solutions
Dr.DreamWeb: This is a platform designed to help individuals understand and manage their healthcare needs. Users are able to store all of their medical information in one place with the ability to share with healthcare providers if they so choose. Users are able to make appointments, pay bills, check insurance policies, interact with doctors, share experiences and give feedback on services all in the same platform. Emergency Situation - “Emergency” Patients will be able to find the nearest hospital affiliated to the insurance network. The patient will be able to notify not only the hospital, but start sending them their medical history, as well as their reason for visiting the hospital on an emergency. They will be able to check into a physical hospital as well as see emergency room wait times. 24/7 Communication with Doctors - “Dr.McDreamy” In order to create trust and a fluid communication, there will be a chat where patients can communicate with their doctor and vice versa. Discussing questions and preoccupations, the patient will feel that his or her doctor is there for them at any time. The patient will be able to send the doctor pictures if necessary of: rashes, bed bugs, allergic reactions, etc. Doctor Visit Scheduling - “Appointments” The patient will be able to schedule appointments either physical or virtual. They will be able to see the available times for the appointed doctor.
The doctor will receive their medical records through Dr.DreamWeb the day of their appointment. If the patient chooses a virtual consultation through video conferencing; the patient be able to tell the doctor about their health issues and the reason for the consultation. The doctor will be able to also see their physiological state, through the video. The video feature is very important because this allows for both parties to see each other and interact in a same space, virtually, as in a real life situation. The doctor might suggest to the patient to come in for a physical consultation, or could prescribe them what they need, to cure a sore throat, or a flu. Automatic Check up Appointments - “Appointments” The platform will enable patients’ next appointments to be scheduled automatically right after the current visit is completed. The fulfillment of this appointment will prompt a new appointment for whatever the time frame constitutes the next visit. Connecting to the patients’ calendar. Certain reminders will be automatically set, alerting the patient when the appointment is close. Patients can also have it added to their other virtual calendars, as they deem necessary. Quick access to prescriptions & recommendations - “My Records” It is critical for patients to be able to access information regarding prescriptions, instruction on medications and recommendations made by their doctor, it being a primary care physician or a specialized one. Dr. DreamWeb will allow doctors to create their prescriptions digitally through the platform, including instructions on when and how to take medications and other recommendations, which the patient will be able to access, right after the consultation.
Insurance Policy Information - “My Policy” Patients will be able to clearly understand their current health care policy. They will be able to filter through problems and needs receiving an answer from Dr.DreamWeb regarding what they have available today to use and what they have used in the past months. Our patients will be able to see as well, what type of coverage they could get through the other plans offered by their provider. This section will be a partnership with the multiple health insurance companies. As leverage, Dr. DreamWeb will allow health insurance providers to show how the patient would be covered if they were to choose a cheaper plan or a more expensive plan. Medical Journal - “Medical Journal” The medical journal will be a space where patients can fill out their progress outside of the hospital. Once the doctor enters their diagnosis, prescription and indications and other notes. Dr.DreamWeb will automatically sort out of a pool of questions, the ones that relate to the patients specific diagnosis and will begin to ask certain questions the patient will be able to fill out as they are being treated. The medical journal will also let the doctor know how the patient is evolving and getting better, but will also let the doctor know if the patient is not correctly taking their medication depending on what the patient inputs. This will allow doctors to communicate directly with the patient letting them know they are not following the instructions that were given. This will empower patients to fill out their journals, knowing that their physician is monitoring them. Through the medical journals, patients will also be able to set themselves goals to improve their health. A layer of gamification will help them advance, for example, through their exercising or healthy dieting, programs they will be able to select from the preventive section.
Medical Records - “My Records” When patients register themselves for the platform, their first medical records will be generated when they answer all the usual questions asked when seeing a health care provider for the first time. Those records will follow the patient via the platform throughout the use of certain health care provider. It will also follow them to their next doctor if they decide to change providers or require additional specialists. It will be a shared digital document between Dr and patient updated by each as necessary. The medical records will house all information that the doctor inputs from consultations including diagnosis, test results, prescriptions, instructions as well as a link to the patients medical journal of the specific diagnosis. Test results will be generated as well; positive results may require direct contact with the doctor, which will be advised in the EMR in a manner not to alarm patients. Payments & Bills - “My Bills” Patients will be able to see their payment information history, this will include a detailed list of how their insurance was used, their deductibles and their co-pays. Patients will be able to pay to healthcare services through Dr.DreamWeb by simply adding their credit card information and billing address. Another feature of payments and bills will be the availability to pay for a doctor’s visit with this one ends, before checkout from the doctors office. The patient will be able to show the confirmation code to the doctors secretary. Share Experiences with Community - “Community” Patients will share their experiences, which will not only foster a sense of community among the patients but will collect very valuable data surrounding treatments. Patients can log on anytime of the day and chat with fellow patients.
Preventative Health Care - “Preventative” Patients will take their health into their own hands with preventive health services and on going engagement which will cut down on the visits to the doctors office and hospital by promoting wellness and monitoring for continued good health. Our platform will provide nutritional advice and information that can be easily accessed from experts in the field. It will be extremely visible on the site and a tip will be included in every newsletter. Well-balanced healthy eating will be a priority and have it’s own tab within Preventive Care. Any new developments related to the food industry and eating habits will be covered. There will be recommended diet advice that promote “say no to obesity” featuring easy programs to follow and recipes. Patients will be able to win points while completing the different preventive care programs, these points will then act as discount coupons for different services, for example discounts in doctor appointments through Dr.DreamWeb. Some examples of how the platform will promote healthy eating and exercise are discussed below. ● Move Everyday: ○ Whenever you hear your favorite song, dance! ○ Walk around your neighborhood block as many times as you can. ● Healthy Intake: ○ Try a new fruit or veggie, and if there is meat, let it be grass fed. ○ Drink Lots of Water and add lemon, especially first thing in the morning.
Feedback on Services - “Feedback� Patients will be able to give direct feedback about their experiences with the hospital, doctor and services directly through Dr.DreamWeb. This helps others who use the platform make more informed decisions about where to go for their medical needs, since they will be able to view hospital and physician reviews. Through gamification methods, the user earns points and prizes based on the amount of feedback they leave. Users also have the option to set their primary doctor and physician in order to establish their preferences for the future and better experience their healthcare models.
Mock Ups
The following mockups are sketches based on the different design solutions presented above. These mockups are an exploration of the different experiences and situations the patient might find themselves in and how the Dr.DreamWeb interface would look. With these mockups Dr.DreamWeb begins to become a tangible reality.
The user experience elements will be present in every mockup of Dr.DreamWeb.
Dr.DreamWeb
This interface incorporates user experience, gamification, DIY and mobility.
Flow Cover of Sections These are the different sections Dr.DreamWeb will have for its patients.
DIY
Health Dashboard The home of Dr.DreamWeb will be the patients health dashboard. As shown on the example, the patient will be able to see improvements within his vitals, or key variables to be measured. Through the use of gamification and the patients community, Dr.DreamWeb will help Sam improve his healthcare experience.
Gamification
Emergency Situation
This interface incorporates user experience, cloud privacy and mobility.
Accessible
Nearest Hospital & Wait Time
Notification & Transportation
Ambulance Pick-Up
After clicking on “Emergency,” the patient receives information on the closest hospitals to his location and the emergency room wait times. The patient can select the hospital to which he would like to go.
After the patient selects a hospital, Dr. DreamWeb notifies the hospital of the patient’s impending arrival. In case an ambulance is necessary, the platform can also assist in getting help sent.
If the patient selects to have the ambulance pick him up, Dr. DreamWeb will use the smartphone’ s GPS capabilities to confirm the location of the emergency.
Emergency Situation 2
This interface incorporates gamification, cloud privacy and mobility.
Useful
Medical Records Transmission
EMR Confirmation & Wait Time
The patient also has the option to transfer his medical records to the hospital, so that he does not need to spend time filling out paperwork once he arrives in the ER.
Once the patient confirms transmission of his medical records, the hospital receives them. Dr. DreamWeb also reminds the patient of the current wait time at the emergency room.
Dr.McDreamy
This interface incorporates user experience, cloud privacy and mobility.
Accessible
Easy Access
History
Chat
The patient will be able to find the last problems discussed with their doctor, as well as scheduled appointments and the options to call or chat with them.
Pulling from the ‘My Records’ section, the patient will be able to see their evolution and chat with their doctor or go into the ‘My Records’ section for more information.
The patient can chat with their doctor or the community of physicians at any time of the day. Certain doctors might decide to have scheduled times for their chats.
Scheduling an Appointment 1
This interface incorporates user experience, cloud privacy and mobility.
Scheduling
Appointment Confirmation
Online Doctor Visit
The patient will be able to select the reason for the consultation, where is it located in his body as well as selected an available date & time. The consultation as explained, will be able to be online or physical.
Once the appointment has been confirmed by Dr.DreamWeb’s system, the patient will be able to see how much the consultation could cost them based on their insurance.
When it is time for the video conference, the patients phone will ring, just like a phone call.
Scheduling Appointment 2
This interface incorporates user experience, cloud privacy and mobility.
Useful
Usable
Consultation
End of Consultation
Check-Up
Since video conferencing was chosen the patient and doctor will be able to talk about the patients pain in the knee through video.
Once the consultation is over, the doctor will input the patients diagnosis and he or she will be able to see what the doctor has prescribed, recommended and other important instructions.
If this is a check-up based on a prior consultation, the patient will be able to see the history of the problem, monitoring improvement. This information can be found in more detail within ‘My Records’
Medical Records Privacy
This interface incorporates user experience, cloud privacy, gamification and mobility.
Gamification
My Records
EMR
Family History
The patient has access to his personal medical records, his family history and notes from past and upcoming appointments.
Through the Records the patient will be able to see the evolution of their different treatments, separated my Emergency visits, doctor appointments, etc.
The patient will be able to The patient will be able to see the recollect family history by syncing diagnosis his or her doctor gave with other EMR’s. them including prescriptions, instructions, do’s and dont’s.
Appointments
Bills & Payments
This interface incorporates gamification, cloud privacy, mobility and do-it-yourself.
Credible
DIY
Making Payments
Payment Confirmation
Payment History
After leaving the hospital or the doctor’s office, the patient will be able to pay for their services through Dr.DreamWeb.
Once the payment is successful, they will receive a confirmation code, which they will be able to show to the practitioner’s secretary. At the same time, they will receive a payment confirmation through their version of the platform.
Patients will be able to edit their payment information as well as toggle through their different bills, which will be explained based on how much was used from their health insurance.
Feedback
This interface incorporates user experience, cloud privacy, gamification, mobility and do-it-yourself.
Gamification
DIY
Users can rate their doctor and hospital experience in their individualized gaming profile. Based on the ratings they provide, they earn points and digital prizes, which may translate to physical prizes based on the preferences of the hospitals and doctors rated. Hospitals may offer incentives, like gift cards around the holidays, in exchange for crucial feedback and ratings of doctors.
Feedback / Ratings
This interface incorporates user experience, cloud privacy, gamification, mobility and do-it-yourself.
DIY
In the feedback element of the design solution, the user has full utility when rating their doctor-to-patient and hospital experiences. Through gamification methods, the user earns points and prizes based on the amount of feedback they leave. Users also have the option to set their primary doctor and physician in order to establish their preferences for the future and better experience their healthcare models.
My Profile
This interface incorporates user experience, cloud privacy, gamification, mobility and do-it-yourself.
Desirable
The profile interface gives users the opportunities to challenge their fitness by interacting with other users and engaging in digital competition. Elements of the interface track vitals and fitness progress and allow the user to beat their own personal records, and view the fitness accomplishments of their followers and those they follow. The profile interface introduces gamification in a competitive way, meant to encourage healthy fitness, diet, and progress within the Dr.DreamWeb platform.
Social Media Element
This interface incorporates user experience, cloud privacy, gamification, mobility and do-it-yourself.
Patients Share Their Experiences Everyone can log into Dr.DreamWeb to get feedback and share information on treatments, illnesses, socialize., etc
DIY
Preventive Health Care
Part of Sam’s Routine Sam logs into Dr.DreamWeb to get his daily routine tips which he follows regularly via the Move in Health Program. These are simple steps to maintain good health, which are found within the Preventative Tab.
Dr.DreamWeb in Sam’s Life
This storyboard portrays how Sam would use Dr.DreamWeb in the same situation he found himself in Section II. The difference between Sam’s situation before, is that now he has a product that makes his experience in the hospital and with his doctor a better one. All of his medical information is in one place, easily accessible to him, with the ability to share with healthcare providers if he chooses to. He is able to make appointments, pay bills, check his insurance policy, interact with his doctor, share his experiences and give feedback on services all in the same system or platform.
Sam’s journey with Dr.DreamWeb
Value
Interactions with Dr.DreamWeb
Continued...
Within minutes, an ambulance arrives to pick up Sam. While in the ambulance, Sam works with the medics to have his medical records transferred from his primary hospital to the hospital where he is headed. Sam knows this process will further decrease the wait time at the hospital, which is great because his knee is starting to swell.
Value
Interactions with Dr.DreamWeb
Continued...
Value
Interactions with Dr.DreamWeb
The End.
V. Implementation Dependencies
In order for Dr.DreamWeb to operate in the ways described in Section IV, the following functional requirements will be necessary. These have been divided into three sections: Organizational requirements (items that the company will need to operate the digital platform), Strategic Partnerships (organizations with whom we will need to partner in order to be successful), and General functional requirements (items that are necessary for the online platform and smartphone application to function). Organizational requirements ● IT experts for infrastructure solutions, technical support and training ● UX experts to continuously improve the design of the platform to improve the user’s experience ● General management team to update and manage the site that responds to patients and connects with experts in the field for their input ● Team of marketing gurus to create awareness of Dr. DreamWeb and its functionality ● Project management software, like Microsoft Project, to create and update the project plan ● Trello, Altassian JIRA or another software management program that helps to prioritize product releases, manages software issue ticket tracking, and assists with overall product management ● Organizational wiki to maintain the platform’s specifications and frequently asked questions ● Maintenance of a public blog, connected to Dr. DreamWeb site, to respond to user support needs
Strategic partnerships U.S. Department of Health & Human Services (HHS) A partnership with HHS would be important for Dr.DreamWeb so that we could access information on the State insurance marketplace as well as national health-related movements and associated tips for preventative care. This partnership would also benefit HHS because Dr.DreamWeb would be a platform that would help the agency to promote its mission: to help Americans “live healthy, successful lives” (HHS). Dr.DreamWeb could help to make the American public aware of health care insurance options, provide real-time access to medical assistance and educate the public on preventative care opportunities. The platform also makes healthcare more accessible to all, a core piece of HHS’ mission, all at no cost to HHS.. The U.S. Department of Health & Human Services might be resistant to partnering with us because there are so many online health-related platforms. In addition, partnerships with the government agencies are often complicated and time consuming. They may not have the staff time to engage in such an endeavor. Finally, government agencies are often not able to publicly endorse platforms, and if they do, it might have ramifications for the content and set-up of the platform. Our immediate next steps to engage with HHS would be to reach out to the Chief Technology Officer’s Office to inform his team and the HHS Innovation Council of Dr.DreamWeb. We would then set up a time to do a demo. During the demo, we will speak to the
opportunities that exist if we were able to partner, emphasizing how Dr.DreamWeb’s different components are a strategic and integrated way of addressing health care in the modern era. We would be sure to exemplify the ways in which it would help them to serve their mission to help Americans live more healthy lives. Insurance companies A partnership with insurance companies would be important in gaining access to information on insurance policies in order to populate the insurance policy, payment and billing sections of the platform. This partnership would also benefit the insurance companies. They would be able to have their plans be seen and then compared with their competitors, giving their company’s plans even more publicity at a low cost. It would also give them an idea of what their competitors’ plans consist of in order to stay competitive. Most importantly, those insurance companies whose policyholders use Dr.DreamWeb will most likely reduce the cost needed to be paid out to health systems and providers. This is because of the self-care, preventative care and early detection efforts that the platform promotes. Insurance companies may be resistant to working with us because our platform will enable potential insurers to compare policies oneto-one, which may expose some weaknesses of particular policies provided by some companies. It may also mean that insurance companies will need to pay a little bit more for its insurers in the short-term, as they engage in preventative care appointments and early detection efforts. Still, these costs are nothing compared to the current emergency health costs with which most insurers are familiar.
The first thing that we will need to do is contact insurance companies to find out how open they are to partnering on a platform like Dr.DreamWeb. For those that are interested in learning more, we will conduct a demo of the site to show all of the components and their importance. As we do this, we will be sure to drive home the benefits of participating in a platform like Dr. DreamWeb, making sure to drive home how significantly it will affect their bottom line. Health systems, physicians’ offices and clinics Partnerships with health systems, physicians and clinics are integral to the success and usefulness of Dr.DreamWeb. The platform will require information on the insurance policies that each institution accepts, the medical billing systems used, and the electronic medical record system employed to inform the parts of the platform related to insurance policies, doctors’ visits, payment and billing. This partnership is not only useful for Dr.DreamWeb, but helps to engage these doctors and institutions with patients not only when patients need them, but to ensure that proper medical procedures are being followed and to promote healthy lifestyles so that patients do not regularly return. The number of returners to the hospital is high. This affects the time that doctors have with other patients and it also affects the bottom line. The more that patients can do on their own, the less visits are necessary. Further, Dr. DreamWeb would help to enhance the doctor-patient experience, taking the relationship to a new level. Patients and doctors will have ready access to one another to address minor questions and issues and to monitor existing conditions.
Health systems, physicians and clinics may not jump at the chance to partner with Dr.DreamWeb because it may require doctors and health institutions to hire more staff to be able to provide the type of access that the platform promotes. They may also want to create their own instead of working through an existing platform, as they may feel that security and other HIPAA-related issues may be better managed by the healthcare system itself. As with the other organizations, our first step would be to reach out to health systems, hospitals, physicians’ offices and clinics to make them aware of Dr.DreamWeb. Then, we would provide as many as possible with a demo. During the demo, we would note how the increased engagement of the site with patients will make insurance, billing and payments easier. It will also reduce the costs of the institutions in the long run by streamlining these processes through a platform which can manage the billing and which will incentivize billing. We would also be sure to note how the increased engagement between doctors and patients will revolutionize the relationship between the two, as well as better enable doctors to monitor patient progress. Finally, the platform’s robust capabilities encourage healthy living and access to healthcare, two things about which these institutions care very much. State and Local Emergency Operators and Systems In a few elements of the Dr.DreamWeb platform, the response of a local emergency operator or system is a crucial element not only for the success of the platform, but for the health of the patient. If this partnership is not one that is entirely reliable and dependable, the user’s life may be at stake.
Dependent on where the hospital and user are located will affect the emergency response that is called on by Dr.DreamWeb. This feature and partnership will require each geographical location the platform is available in to be connected to the emergency response teams in the area. It is possible that some emergency response teams will meet Dr.DreamWeb with resistance as it has the potential to be such a widely used platform. Resistance may also arise because of the current processes that are in place and the efforts that would be necessary to coordinate new processes through Dr.DreamWeb. There is opportunity in this partnership for great benefits, however. Hospitals and emergency response systems are fundamentally and morally similar, in that they put others first. This partnership would ensure an even more effective hospital and emergency response and would change the user’s life in a positive way. Wireless Providers Digital partnerships with wireless providers will help enable health systems physicians’ offices and clinics to have wireless LAN services and increase the efficiency of services through Dr. DreamWeb. This partnership is essential to the success of Dr. DreamWeb’s functionality within the hospital as it relies so heavily on reliable wireless and internet connection.
The wireless provider would benefit directly from the partnership, as the hospitals would be able to better provide services, and could potentially offer hospital rates at a discount to the wireless provider employees and their families. There may initially be resistance within the wireless provider, as agreeing to partner with hospitals is a huge market, and would most likely require an increase in staff and supervision of the wireless provider. The next steps in choosing the wireless provider to work with would be testing the functionalities of a variety of providers, and establishing what would best work for the individual hospitals and the success of the Dr.DreamWeb platform. HIPAA-compliant Partners Benefits of a HIPAA-partnership will include a direct link to the HIPPA website so that it’s obvious where to go for information regarding privacy statutes mandated by the US government. HIPAA will also be allowed access to big data gathered by the Dr. DreamWeb platform of patient’s direct feedback regarding whether or not they feel their privacy is protected. HIPPA may be a bit resistant to partnership with Dr.DreamWeb because it’s a new platform and they’d like to see more of a track record of excellence before endorsing what they do. Some of the next steps to gain HIPPA as a partner will be to present HIPPA with the benefits of partnership as well as a list of some of the other companies who have agreed to partner with the platform to prove credibility. Also necessary will be to share Dr. DreamWeb’s privacy & security policy with HIPPA in order to
demonstrate that it complies and in fact strongly advocates the agency. We will need to present a strong case for the fact that partnering with Dr.DreamWeb will bring major attention to the organization’s mission.
General functional requirements ● HTML5 to build and deploy across multiple platforms (Lee 2013) ○ Android / iOS6 / WindowsPhone ● Strong server ● Strong internet connection ● User/developer requirements ○ Sign-up required ○ Developer key required ○ Account creation required ● Security requirements ○ Authentication model - like API Key ○ Secure Sockets Layer (SSL) support - to make sure that messages sent over the internet remain secure ○ HIPAA 5010 ● Cloud data storage ● Smartphone application requirements ○ Smartphone ○ Wi-Fi ○ GPS
Dr.DreamWeb
Next Steps...
The research conducted as part of the Module 1 project helped to provide a baseline of best practices and trends that were extremely useful in considering how to attack the Module 2 project. We used the “10 Leading Practices in Innovative Healthcare Platforms” combined with our user’s journey and empathy map to create a solution that addressed needs that exist for both the users, but also the healthcare industry as a whole.
VI. Next Steps
The immediate next step for our team and this platform would be to create a company. Then, we would need to seriously consider all aspects of our business model. Through our persona, Sam, we have a good idea of our company’s customer segment and the value proposition associated with our platform. We have also developed our platform, Dr.DreamWeb, which will be the primary channel through which we deliver value to our customers. It will also be the mechanism through which we will manage and maintain customer relationships (Osterwalder and Pigneur 2010). Still, we need to think about revenue streams, key resources, key activities, and cost structure. We will also need to engage the partners outlined in Section V: Implementation Dependencies in the ways described to get them on board. At the same time, we will need to consider whether there are other key partnerships that we need to pursue beyond those listed. These activities will require a diverse team to come together to continuously brainstorm, analyze customer insights and prototype business model options until a strong model for Dr.DreamWeb emerges. Even after we decide on a business model, we will be sure to continue working through these exercises in order to stay relevant in the market (Osterwalder and Pigneur 2010).
After we have implemented our business model, we will be quickly considering areas where our present solution will not work. In Section II: Target Audience, we made a decision to focus on users in semi-urban environments within developed countries. The needs of those living in rural environments in developed countries and those living in developing countries will likely not be met by Dr.DreamWeb in its present form. We are looking forward to understanding how to pivot or tweak Dr.DreamWeb to meet the needs of these users as part of the Module 3 project.
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DerGurahian, Jean; Brian Posey; and Reda Chouffani. “Emerging Storage Techniques in Health Care.” TechTarget. 2012. http: //docs.media.bitpipe.com/io_10x/io_106254/item_572102/Oct% 20storage%20handbook_final.pdf. Freelance Folder. “15 Key Elements that All Top Websites Should Have.” 2008. http://freelancefolder.com/15-top-site-elements/. Gamification Wiki. “Gamification.” Last accessed November 15, 2013. http://gamification.org/wiki/Gamification GE Reports. “Creativity and Design Meet Healthcare: Top Insights from the Mayo Clinic’s Transform Conference.” 2011. www.gereports.com/creativity-and-design-meet-healthcare-topinsights-from-the-mayo-clinics-transform-conference/ Healthcare IT News. “Electronic Medical Record (EMR).” Last accessed November 15, 2013. http://www.healthcareitnews. com/directory/electronic-medical-record-emr. Lee, Jennifer. “On Product Development with HealthTap’s Sean Mehra.” Health 2.0 News. 2013. http://www.health2con. com/news/2013/04/10/on-products-with-sean-mehra/.
Main, Tom, and Adrian Slywotzky. "The Volume to Value Revolution." Oliver Wyman. Accessed September 25, 2013. http://www.oliverwyman. com/media/OW_ENG_HLS_PUBL_Volume_to_Value_Revolution.pdf. Miller, Bob. “Athena Health: More Disruption Please.” Cloud Prime Blog. Last modified October 2012. http://blog.cloudprime.net/athena-healthdisruption/. Morville, Peter. “User Experience Design.” Semantics Studios. Last modified June 2004. http://semanticstudios. com/publications/semantics/000029.php. Osterwalder, Alexander and Yves Pigneur. “Business Model Generation.” John Wiley & Sons, Inc. New Jersey: 2010. SuccessEHS. “What is HIPAA 5010?.” Last accessed November 16, 2013. http://www.successehs.com/item/what-is-hipaa-5010.htm. U.S. Department of Health and Human Services. “Health Information Policy.” Last accessed November 16, 2013. http://www.hhs. gov/ocr/privacy/ U.S. Department of Health and Human Services. “About HHS.” Last accessed November 22, 2013. http://www.hhs.gov/about/ Zetter, Kim. “Medical Records: Stored in the Cloud, Sold on the Open Market.” Wired Magazine. 2009. http://www.wired. com/threatlevel/2009/10/medicalrecords/.
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